Tim Richter

Tim Richter

Tim Richter is Director of Cloud Contact Center Product Marketing at 8x8. Tim has 15 years of experience in the telecommunications industry with roles spanning finance, operations, product management and maintenance support. He has a wife and two daughters and wishes he could spend more time sailing on the San Francisco Bay.

Articles by: Tim Richter

Up Your Customer Service Game by Leveraging What You Have

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance.  Yet only 24% said that customer experience is fully embedded in their organization. If your company has not fully embedded a mature customer experience model, you are not alone.  In fact, just 13% […]

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Top 3 Ways to Optimize Your Customer Service Strategy

This blog post is part of a series focusing on improving the customer experiences.  A software application will only get you so far when building an effective customer engagement management strategy. Sounds a little weird coming from a cloud communications company, doesn’t it? After all, our bread and butter at 8x8 is designing, building, selling […]

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4 Ways to Evaluate Your Contact Center Training Program

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center […]

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Why Customers Loathe Your Contact Center

We’ve all experienced the pain first hand. All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), you’d […]

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Contact Center Quality Management the SAFE Way

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. For part two, I’ll look at how companies can implement a structured approach to coaching to help contact center agents reach their full potential within the company and enhance […]

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